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Show Notes

/Show Notes

April 2017

216: The Right Way to Complain

Adam and Jeannie discuss how to get the best results when you complain as a customer. […]

215: (Tip) Losing Control of the Customer Experience

Adam shares tips for keeping your customer experience consistent with third parties or subcontractors. […]

214: Who Drives Customer Experience?

Adam and Jeannie clear the hype and buzzwords to really find out who drives customer experience in your organization, and how. […]

213: (Tip) Customer Experience ROI Tips

Adam and Jeannie share simple but effective tips for calculating customer experience ROI. […]

212: (Tip) Start Innovating for YOUR Customers

Jeannie shares tips for innovating when and where it’s needed the most, despite what the competition is doing. […]

211: Marcus Sheridan, They Ask, You Answer

Marcus Sheridan, author of They Ask You Answer, shares powerful, proven ways to build trust and increase sales through content. […]

210: (Tip) Educating Customers on Products

Adam and Jeannie share tips for educating customers to increase customer success and reduce support issues. […]

209: (Tip) Do You Have the Resources for Service?

Adam shares tips to make sure you have adequate resources for service that’s consistently great. […]

208: Can You Predict Customer Behavior?

Adam and Jeannie share unconventional but powerful ways to predict customer behavior. […]

March 2017

207: (Tip) How to Turn Away Customers

Adam and Jeannie share tips and best practices for when you need to turn away customers for the greater good. […]

206: (Tip) The Role of the CX Evangelist

Jeannie shares expert tips for becoming a CX evangelist or hiring the right person to fill this role in your organization. […]

205: Colin Shaw, The Intuitive Customer

Today we transcend the plateaus of current customer experience understanding with Colin Shaw, founder of Beyond Philosophy, and discuss his new book, The Intuitive Customer. […]

204: (Tip) Customer Service Leadership

Adam shares expert tips for the most effective customer service leadership in any industry. […]

203: (Tip) B2B vs. B2C Customer Experience

Adam and Jeannie discuss key distinctions to handling B2B vs B2C customer relationships. […]

202: Customer Service Tech

Adam and Jeannie look at customer service tech from the past, present and future to help you take the risks out of upgrading. […]

201: (Tip) User Experience vs. Customer Experience

Jeannie shares tips and distinctions for delivering an excellent overall customer experience to those who use your digital products and services. […]

200: Our Special 200th Episode

Adam and Jeannie celebrate our 200th episode by sharing actionable takeaways and thought-provoking quotes from some of our most inspiring guests. […]

199: Graeme Newell, For Purpose Corporations

Graeme Newell, co-author of Red Goldfish, returns to share the secrets of building a brand following through social purpose. […]

198: (Tip) No Cost Ways to Please Unhappy Customers

Adam shares tips to please unhappy customers without breaking the bank. […]

197: (Tip) Using Customer Personas

Get amazing insights from customer personas by creating and using them better with these expert tips from Adam and Jeannie. […]

196: Innovating with Customers

Adam and Jeannie discuss ways of innovating with customers to deliver the experiences they need the most. […]

195: (Tip) Building a CX Team

Jeannie shares expert tips and guidelines for building a customer experience team that scales efficiently and aligns with organizational goals. […]

February 2017

194: (Tip) Taking Negative Interactions Personally

Adam and Jeannie share quick tips and a little neuroscience to keep negative interactions from causing poor service and employee burnout. […]

193: Amy Downs, Customer Success

Chief Customer Success and Happiness officer Amy Downs of Lifesize outlines her strategic path to a 79-point increase in Net Promoter Score. […]